Customer Outcomes Analyst

Lorien; Greater London; Hybrid; GBP 40,000 - 56,000; Full time

Job summary

Lorien in London is seeking a qualified Analyst to join the Customer Outcomes Team. You will help implement the conduct risk framework and complaints processes to ensure strong customer outcomes, working with Underwriters, Compliance, Claims and TPAs.

You will provide regulatory guidance, monitor requirements, and support reporting to the Board and Conduct Committee, while upholding the Senior Managers and Certification Regime rules and ensuring compliance across the business.

Qualifications

• Strong knowledge of FCA rules and practical application.
• Experience implementing and driving conduct risk processes.
• Ability to interpret regulatory rules and provide compliant solutions.
• Experience working with Underwriters, Compliance, Claims, TPAs and delegated authorities.
• Hybrid London role; able to operate effectively across functions and locations.

Responsibilities

• Help develop, oversee, maintain, and implement the conduct risk framework, complaints policy, and associated procedures and processes
• Provide conduct advice and guidance on new projects, products, propositions, services, and other initiatives to ensure the delivery of good customer outcomes and appropriate risk mitigation
• Support the Customer Outcomes Manager in handling and preparing responses to complaints
• Where nominated as a subject matter expert, provide support to the business to ensure effective advice and guidance on conduct-related matters
• Maintain up-to-date knowledge of conduct and complaints regulatory requirements and developments
• Identify and streamline issues as appropriate
• Undertake conduct risk assessments and conduct product questionnaires, ensuring concerns are identified and escalated
• Carry out product reviews on relevant areas of the business
• Carry out monitoring and oversight of conduct-exposed contracts
• Develop and maintain conduct risk KRIs and conduct risk MI
• Support the preparation of conduct and complaints reports and MI to the Board, Risk Management Committee and Conduct Committee
• Adhere to all relevant regulatory requirements and Conduct Rules

Skills

Conduct risk framework

Regulatory knowledge

FCA rules

Product governance

Stakeholder management

Communication skills

Process implementation

Data interpretation

Lloyd's Market knowledge

Non-UK regulation awareness

Job description

Location: London (Hybrid role / 2 days on site and 3 from home)

Type: Permanent

About the Role

A leading Specialist Insurance company is looking for an analyst to join its Customer Outcomes Team, helping to adapt and implement the company's existing Complaints and Conduct Risk Framework to meet the regulatory expectations set out in the FCA's Consumer Duty and Product Governance (Insurance Distribution Directive).

About the Department & Team

You will support the Customer Outcomes Team in the day-to-day running of the Conduct and Complaints functions. You will support the Head of Customer Outcomes in ensuring the Conduct Risk Framework remains fit for purpose, so that customer outcomes are appropriate and properly monitored and controlled. The role involves working closely with Underwriters, Coverholders, Compliance, Claims, TPAs, and the Delegated Authority Team to ensure a robust framework is fully embedded throughout the business.

The Customer Outcomes Team sits within the Compliance Department, with the Head of Customer Outcomes reporting directly into the Head of Compliance.

Key Responsibilities

• Help develop, oversee, maintain, and implement the conduct risk framework, complaints policy, and associated procedures and processes
• Provide conduct advice and guidance on new projects, products, propositions, services, and other initiatives to ensure the delivery of good customer outcomes and appropriate risk mitigation in line with the company's conduct risk appetite
• Support the Customer Outcomes Manager in handling and preparing responses to complaints
• Where nominated as a subject matter expert, provide support to the business to ensure effective advice and guidance on conduct-related matters
• Maintain up-to-date knowledge of conduct and complaints regulatory requirements and developments, sharing knowledge within the business as required
• Identify and streamline issues as appropriate
• Undertake conduct risk assessments and conduct product questionnaires, ensuring any concerns around delivering good customer outcomes are identified and escalated
• Carry out product reviews on relevant areas of the business
• Carry out monitoring and oversight of conduct-exposed contracts
• Develop and maintain conduct risk KRIs and conduct risk MI
• Support the preparation of conduct and complaints reports and MI to the Board, Risk Management Committee and Conduct Committee
• Adhere to all relevant regulatory requirements, demonstrating the behaviours set out in the Conduct Risk Policy as they relate to your role — core to the company's commitment to its values, placing customers at the centre of the business and behaving with integrity. You will be expected to understand your responsibilities relating to all regulatory and internal requirements, and to proactively demonstrate compliance with these requirements and behaviours at all times, including the Senior Managers and Certification Regime Conduct Rules, Solvency II, fair treatment of customers, Financial Crime, Data Protection, Conflicts of Interest, and Whistleblowing

Skills and Experience

• Strong written and verbal communication skills, with the ability to manage a varied workload, prioritise effectively, and demonstrate ownership of tasks through to completion
• A proactive, self-starting approach, with the initiative to identify what needs doing and drive activity forward to completion with minimal supervision
• Proven interpersonal and influencing skills with the ability to deal with staff at all levels of the organisation
• Strong experience implementing and driving processes to achieve desired outcomes
• Ability to challenge and apply professional scepticism to data and conduct-related information
• Broad regulatory knowledge and experience of FCA rules and practical application
• Experience interpreting and applying regulatory rules to practical scenarios, helping devise compliant, commercially acceptable solutions
• Good awareness of the wider business and regulatory environment, with the ability to understand the potential impacts of market and regulatory changes
• Experience of delegated authority business and an understanding of the Lloyd's Market is an advantage
• Understanding of non-UK regulation (e.g. EIOPA) in regard to product governance is desirable

About Us

We are a leading Specialist Insurance company, part of a leading global insurer, offering a breadth of world-class insurance and reinsurance services to brokers and insureds in all major markets.

Our people are key to our success. We bring this to life for our colleagues through:

• Offering a vibrant and inclusive environment and committing to their career development
• Promoting diversity, equity and inclusion (DEI) through our Inclusion Matters framework and employee-led networks
• Collaborating together to share unique perspectives, make better decisions, deliver innovative solutions and pursue ambitious goals
• A supportive culture, promoting a healthy work-life balance and flexible working

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